This internship report titled “General banking activities and brand building initiatives of Mutual Trust Bank PLC“. Its main objective is to understand how the bank conducts its day-to-day operations and how it is strengthening its brand image in the competitive banking sector.

MTB’s general banking division is the core of the bank’s operations. This department provides day-to-day services including account opening, cash deposits and withdrawals, remittances, and clearing. The bank strives to ensure customer satisfaction by providing fast, secure and customer friendly services. Moreover, the bank maintains transaction transparency and builds long-lasting customer relationships through the use of modern technology and skilled staff.

Also, the report highlights MTB’s brand building initiatives. The bank always emphasizes on innovation, digitalization and social responsibility (CSR). Their digital platform “MTB Neo” provides smart and paperless banking services, through which customers can manage their financial activities anytime, anywhere. Besides, through creative campaigns like “Same Trust, Neo Banking”, the bank highlights the value of trust and modern services.

MTB is also responsible to society. The bank conducts CSR programs in areas such as education, healthcare and environmental protection, which help in building a positive image of the bank and strengthen its relationship with the society.

Above all, Mutual Trust Bank PLC (MTB) combines traditional banking values ​​with modern digital solutions. As a result, the bank is providing excellent customer service, increasing customer loyalty and maintaining consistent growth in the financial sector of Bangladesh.

Origin of the Internship Report on Mutual Trust Bank

This internship report on General banking activities and brand building initiatives of Mutual Trust Bank PLC has been prepared for partial fulfillment of the Bachelor of Business Administration (BBA) program. As part of the academic curriculum, it is mandatory for every student to complete an internship to gain practical experience in a real business environment.

To fulfill this requirement I was appointed for a three month internship at Mutual Trust Bank PLC (MTB). During this period, I worked under the supervision of experienced bank officers and academic supervisors. The internship provided me an opportunity to apply the theoretical knowledge in real banking activities and to understand the real picture of the activities of various departments.

The subject of the report is “General Banking Activities and Brand Building Initiatives of Mutual Trust Bank PLC”, which is selected to explore the process of managing the bank’s core banking services and promoting its brand image in the financial sector of Bangladesh.

This report is based on actual observation, daily work and data collection of various departments of the bank. It aims to provide a clear understanding of MTB’s activities and ongoing efforts to strengthen the brand identity.

Scope of the Internship Report on Mutual Trust Bank

The scope of this internship report is focused on General banking activities and brand building initiatives of Mutual Trust Bank PLC. It focuses on understanding how the bank conducts day-to-day operations, interacts with customers and maintains service efficiency.

Firstly, the report outlines the basic general banking activities, such as account management, deposits, withdrawals, remittances and check processing. Also, how the bank carries out loan processing, credit assessment and risk management is analyzed, which ensures financial stability and operational efficiency.

Secondly, the report examines MTB’s brand building strategies. It saw how the bank increased customer engagement, implemented digital platforms such as MTB Neo, and strengthened brand image through corporate social responsibility (CSR) activities.

In addition, the report highlights how the combination of technology and modern banking solutions plays a role in improving customer satisfaction and service quality. Information obtained from dialogue with the employee during the internship, practical observation and practical work experience is also included.

Objectives of the Internship Report on Mutual Trust Bank

The main objective of this internship report is to gain practical knowledge about general banking operations and brand building strategy of Mutual Trust Bank PLC. The aim of the report is to link academic theoretical knowledge with practical banking processes.

Specific Objectives

• To analyze the overall structure and management of MTB’s banking operations.
• Monitoring key operations including deposits, withdrawals, account management and remittances.
• Evaluating credit operations, loan processing and risk management strategies.
• Examining how customer experience improvement is done using digital tools like MTB Neo.
• Monitoring brand building initiatives such as marketing campaigns and CSR activities.
• Gaining practical skills and professional experience for future career in banking sector.

In short, this internship report on General banking activities and brand building initiatives of Mutual Trust Bank aims to bridge academic theory with practical banking experience.

Methodology of the Internship Report on Mutual Trust Bank

This report has been prepared through a combination of primary and secondary research to ensure accuracy and credibility of information. During a three-month internship at Mutual Trust Bank PLC (MTB), I observed day-to-day banking operations and collected data, which helped in analyzing both general banking operations and brand building initiatives.

Primary Sources

• Direct Observation: Observation of daily operations in general banking, accounts and customer service departments.
• Practical Experience: Performing operations like account opening, deposit, withdrawal, remittance and check processing.
• Interviews and Discussions: Dialogue and discussions with bank officials to get ideas about activities and strategic initiatives.

Secondary Sources

• Official Publications: Annual reports, brochures and circulars of MTB.
• Online Sources: Official websites and trusted banking journals.
• Academic References: Books, research papers and articles on banking operations, risk management and financial services.

After data collection, I evaluated MTB’s operational efficiency and customer service and brand building strategies using qualitative and quantitative analysis.

This systematic analysis helped me connect theoretical knowledge with practical experience, which clearly demonstrates how MTB manages day-to-day banking operations and strengthens brand presence in the financial sector.

Limitations of the Internship Report on Mutual Trust Bank

During the preparation of this internship report on Mutual Trust Bank PLC (MTB) I faced some limitations, which affected the depth and scope of the study.

• Time Constraints: The 3 month internship period limited the opportunity to review all sections and analyze each process thoroughly.
• Restricted Access: Some internal documents and sensitive financial information are not available as per the confidentiality policy.
• Workload of Officials: There was limited time for detailed interviews with bank staff, which limited in-depth discussion of some activities.
• Incomplete Historical Data: In some cases, updated or comparable data for previous years was unavailable, which limited trend analysis.
• Complex Processes: Some advanced banking operations required additional guidance to fully understand, which affected the monitoring and analysis process.

Despite these limitations, I have actively collected, verified and analyzed the available data. Ensured that the report provides accurate and practical understanding of MTB’s operations, banking processes and brand building strategies and paints a reliable picture of the bank’s operations.

History and Operation of Mutual Trust Bank PLC

Mutual Trust Bank PLC (MTB) was established in 1999 as a private commercial bank in Bangladesh. The bank’s mission from inception was to provide effective banking services and enhance economic inclusion of the country.

Although MTB initially started with a limited branch network, it quickly expanded its operations to meet customer demand. Over the years the bank has introduced new branches, sub-branches and ATMs, ensuring easy transactions and convenient banking for customers in urban and semi-urban areas. As of 2025, MTB has 120+ branches, many sub-branches and extensive ATM network operating effectively.

To increase customer expansion, MTB launched agent banking services, which provide financial solutions to rural and underserved communities. This strategy has increased customer engagement and contributed to financial inclusion.

Through permanent branch expansion, technological additions and customer-centric initiatives, Mutual Trust Bank PLC has strengthened its market presence. The Bank is ensuring competitive advantage by balancing traditional banking services and innovative solutions and continues to achieve sustainable growth in Bangladesh’s financial sector.

Vision of Mutual Trust Bank PLC

The vision of this internship report is to gain in-depth knowledge about banking activities, especially about general banking activities and brand development activities of Mutual Trust Bank PLC (MTB). Its objective is to create a bridge between theoretical knowledge and practical banking experience, so that students can prepare for future professional life.

Mission of Mutual Trust Bank PLC

The mission of this report is to analyze and observe how MTB provides banking services maintains customer relations and builds its brand image. Internship helps in developing practical skills, professionalism and knowledge of modern banking system through hands-on experience.

Goal of Mutual Trust Bank PLC

The main objective of the report is to assess MTB’s general banking operations and brand building strategy. Besides, it seeks to determine how the bank is maintaining service quality, customer satisfaction and brand loyalty in a competitive financial environment.

Strategy of Mutual Trust Bank PLC

The report used field observations, data collection and employee interviews to achieve these goals. It analyzes MTB’s main departments, such as General Banking, Accounts and Customer Service. In addition, the report shows how digital innovation and marketing initiatives are playing an important role in the bank’s brand growth and long-term success.

Products and Services of Mutual Trust Bank PLC

Mutual Trust Bank PLC (MTB) offers an extensive selection of products and services to meet the diverse needs of individual, SME, corporate and specialized customers. The bank merges conventional banking solutions and modern digital services, which help to increase convenience, simplify operations and improve customer satisfaction.

Deposit Products of Mutual Trust Bank PLC

• Savings Accounts: Helps to develop saving habits with attractive interest.
• Current Accounts: Suitable for businesses and individuals who transact frequently.
• Fixed and Term Deposits: Long-term investments guarantee higher returns.
• Special Deposit Schemes: Accounts targeted at youth and women oriented savings schemes etc.

Loan and Credit Products of MTB

• Personal Loans: Unauthorized loans for education, travel or medical expenses.
• Car and Home Loans: Flexible installment facility for buying car or home.
• SME and Commercial Loans: Working loans, working capital and trade finance for small and medium businesses.
• Corporate and Structured Finance: Project finance, syndication, merger or acquisition funding for large companies.

Digital and Modern Banking Services

• Internet and Mobile Banking: Online transactions, bill payments and account management.
• Corporate Internet Banking: Business transactions, trade services and account management.
• Instant Card Activation & PIN Management: Card activation and PIN management digitally.
• Customer Self-Service (CSS) Portal: Online access for loan applications, complaints and account updates.

Specialized and Thematic Products of MTB

• Female Banking Products: Women-centric savings, loan and payroll solutions.
• SME Products: Business loans, supply chain finance and specialized accounts for entrepreneurs.

Other Services of Mutual Trust Bank PLC

• Foreign Exchange and Trade Finance: Import-export operations and international transaction support.
• Treasury Services: Management of bank’s funds, investments and money market operations.
• Card Services: Debit and credit cards for digital payment solutions.

Through this broad portfolio, MTB ensures efficiency, customer satisfaction and competitive advantage, while combining traditional banking values ​​with innovative solutions.

Financial Data & Metrics of MTB (2022–2025)

Indicator	2022 (BDT)	2023 (BDT)	2024 (BDT)	2025 (Q1) (BDT)
Net Income	2,859.88 million	2,861.52 million	3,166.52 million	850.48 million
Total Assets	366,605.95 million	457,203.99 million	Not disclosed	Not disclosed
Customer Deposits	Not disclosed	Not disclosed	Not disclosed	Not disclosed
Loans & Advances	Not disclosed	Not disclosed	Not disclosed	Not disclosed
Advances-to-Deposits Ratio	Not disclosed	Not disclosed	76.76%	Not disclosed
Capital Adequacy Ratio	Not disclosed	Not disclosed	Not disclosed	Not disclosed

Note: 2025 data presented based on available quarterly reports, and may be subject to updates after full-year financial statements are released.

In 2024, MTB achieved 15.2% growth in loans and advances and 25.2% growth in customer deposits. At the same time, the Advances-to-Deposits (AD) ratio has been maintained at 76.76%, reflecting the Bank’s stability even in a challenging economic environment.

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These indicators indicate that MTB has continued to expand its asset base, increase profitability and maintain a strong capital position. It reflects the bank’s operational efficiency and commitment to strategic growth.

Conclusion

The internship at Mutual Trust Bank PLC (MTB) gave me the opportunity to gain practical experience in general banking operations and brand building initiatives. I actively participated in account management, deposits, withdrawals, remittances and loan processing.

Also, I have seen how MTB increases customer satisfaction and strengthens brand through digital platform and CSR activities. This experience accumulated theoretical knowledge with practical experience, which improved my analytical skills, professional competence and understanding of banking operations.

Overall, this internship on General Banking Activities and Brand Building Initiatives of Mutual Trust Bank boosted my confidence, practical knowledge and insight into the banking industry, laying a solid foundation for my future career in finance.

Frequently Asked Questions

Question 01: What was the main objective of the internship at MTB?

Answer: The aim of this internship was to gain practical experience in day-to-day banking operations and learn how MTB builds and strengthens its brand.

Question 02: Which departments are observed during internship?

Answer: I have actively worked and monitored general banking, accounts, and loan processing and customer service departments.

Question 03: What skills are acquired during the internship?

Answer: I have acquired practical banking skills, analytical ability, customer service knowledge and strong understanding of digital banking platforms.

Question 04: How does MTB promote financial inclusion?

Answer: MTB ensures financial inclusion by delivering banking services to underserved and rural communities through extensive branch network, ATM, agent banking and digital platform.

Question 05: What were the main learning outcomes of the internship?

Answer: This internship gave me an opportunity to apply theoretical knowledge to practical banking activities, which boosted my confidence, improved professional skills and provided me with a deeper understanding of the banking sector.